Technical Support Team Lead

Leanpay is a 8 year old Fintech company, fulfilling a mission to enable consumers to pay for any product or service in installments in any shop and in any channel with only a few clicks. Leanpay assures immediate response, no worries about paperwork, no waiting or separate trips to the bank, and no need for a credit card or other financial product onboarding.

Buy Now Pay Later (“BNPL”) and digital Point-of-sale Finance (“dPOSF”) are the hottest trends in Fintech and Leanpay is working hard to be at the forefront of that trend in Central and South-eastern Europe.

Currently, Leanpay is a dPOSF leader in Slovenia and based on a successful Series A funding round, Leanpay continued its internationalization and growth into Hungary and Romania. Our Product and Development teams are based in Serbia, wherefrom the whole development and support of our platform and business is coming, for all the countries we are operating in.

We're seeking a motivated colleague to oversee our Technical Support Team, ensuring efficient resolution of customer issues, maintaining high service standards, and fostering a collaborative and supportive team environment. As the Technical Support Team Lead, you will play a key role in driving the success of our technical support operations while delivering superior customer satisfaction.

Key responsibilities:

Team management and development:

Monitor and analyze the workflow of the Tech Support team, ensuring efficiency and productivity.
Motivate team members to maintain high performance and meet targets.
Participate in the selection and onboarding process of new team members.
Facilitate the professional development and growth of team members through training and mentorship.
Provide constructive feedback to team members on their performance and task completion.
Evaluate and recognize team achievements and successes.

Coordination and ticket management:

Coordinate team activities and manage tickets to ensure timely delivery and quality outcomes.
Organize workloads and assign tasks based on team members' knowledge and skills.
Ensure proactive measures for preventing recurring issues, prioritizing prevention over reactive issue resolution.

Performance tracking:

Define, track, and analyze success metrics of the Tech Support team, identifying areas for improvement and implementing necessary changes.

Collaboration and communication:

Collaborate closely with other team leaders and management to achieve departmental and organizational objectives.
Nurture open communication channels within the team and across departments.
Managing task prioritization and resource allocation within the Tech Support team
Recommend and implement process improvements and organizational changes to enhance team efficiency and effectiveness
Responsible for ensuring compliance with company policies and procedures

Requirements:

Bachelor's degree in computer science, information technology, or a related field preferred.
Minimum of 5 years of experience in technical support or a related field.
Proven experience in supervising or leading a technical support team.
Strong leadership abilities with demonstrated experience in mentoring and coaching team members.
Ability to inspire and motivate team members to achieve performance goals.
Ability to troubleshoot and resolve complex technical issues effectively.
Excellent verbal and written communication skills.
Ability to convey technical information clearly and concisely to both technical and non-technical audiences.
Strong problem-solving skills with the ability to analyze and resolve technical issues promptly.
Capacity to identify root causes of problems and develop effective solutions.
Customer-centric mindset with a commitment to delivering exceptional customer service.
Proven ability to ensure customer satisfaction and address customer needs effectively.
Demonstrated ability to collaborate effectively with cross-functional teams.
Flexibility and adaptability to navigate changing priorities and technological advancements.

Why Leanpay?

Leanpay cultivates a flexible work environment as well as a dynamic and agile operating model that will give anyone a high level of responsibility and exposure to the company’s core business. Any successful candidate will have the chance to work with a talented and bold team, which will contribute to their personal and professional growth.

We also offer:

Work on cutting-edge FinTech solutions;
A competitive salary based on your experience and performance;
Private health insurance for you and your family;
25 days of vacation;
Hybrid work dynamic;
Very professional, friendly and open-minded team;
Flexibility in organizing your schedule;
Opportunity for professional advancement.

Please apply if you believe you are the right person for this job. We are looking forward to hearing from you! Shortlisted candidates will be contacted.

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